I walked into the store when it wasn't very busy. There was a salesman behind the desk, and as I started to say what I needed, he let two men walk in and interrupt me. I asked him to show me electric fireplace inserts. He asked if I had a contractor to install one, which I did not. I referenced a competitor who offers installers and he said, "well, we aren't them." I thought it was a rude response, as I was just trying to get a feel for why some places do, some places don't. And, an overall idea of what is involved in the installation process. They only had one insert on display, which didn't impress me. I got an urgent work message, so left in somewhat of a hurry, but also left with no interest in giving them my business. Too bad. read more

The sales lady went through our options and in the end said we should call PGE to fix our leaking gas fireplace . We did and she saved us getting a new one even if it meant losing a sale but also doing the right thing helping us! I later dropped off a bottle of wine as a thank you but this place is ethical and worth shopping here first. read more

My initial purchase interaction with Matt was good, but I encountered a problem when special-ordering a bigger shroud that I needed in order to cover my old fireplace opening. The wrong item was ordered, and it took a long time to get the right piece ordered. It was before the holidays and I wanted it before we were having guests stay with us. It felt like they had no sense of urgency and offloaded my concern back to Matt, who was out. When Matt got back to me, he seemed defensive rather than empathetic, saying it was "a learning experience for both of us," even though I personally did nothing wrong and gave the store leeway to get the re-order in. Some people are great at sales, but service is what brings people back. The guys there were really nice, but I probably won't shop there again or recommend them. read more

Last April we purchased a Mendota FV44i. It looks great. We had a small problem with the ignition. There were wooomphs. Kevin at Custom Fireplace was extremely responsive. We needed two free service visits. Both Mike and Henry were courteous, clean and tidy. At first it was thought the back burner was the problem. They supplied and fitted a new one within 3 days. Didn't fix the woomphs. Then Henry moved the positioning of one of the logs forward. One he summised could be diverting the flow of gas slightly. That fixed it. I'm giving 5 stars because the service and response time, and intelligence and thoughtfulness of the service technicians was just superb. Thanks guys. read more

Edit/update: I'm appreciative that Matt called when he saw my review so he could better understand what was happening. I explained that I hadn't heard from anyone at Custom Fireplace since May and suggested he check with his delivery manager. Matt took the steps to contact the hot tub company about the scratch in the acrylic and also kindly compensated us for the trouble and lack of communication. Kudos to Matt again for following up and following through. I appreciate it! Issues resolved within less than one week! Hi Matt: I'll give you a call on Monday. I'm not sure what number Kevin has been calling but I definitely haven't received any communication from anyone since May 20 when I asked for a copy of the warranty from Marquis. My number is definitely on the invoice and I have email threads with Kevin (again, ending on May 20, 2024) so not sure who y'all have been contacting. read more

If you're in the market for a spa, you owe it to yourself to check this place out. My wife and I are first time spa owners and if you're in the same boat this is a great place to check out. First, the staff was great. Andy was helpful, patient and talked us through everything we needed to know. What more can you ask for there? Second, the "wet test" was by far the best out of all of the places we visited. If you're going to buy a hot tub, you need to get into one with water so you really know which one suits you best. The other places we checked out were somewhat awkward and weird. At this place it was a real relaxing and comfortable experience and really let us experience the tubs. And third, the Marquis brand to us, was far and away the best option out there. They're high quality, comfortable and just great tubs. Most importantly though, it's the only brand (that we found) that offers MicroSilk. Yeah, it sounded like a gimmick to me at first, but the more I investigated the more curious I got. We ultimately added it and absolutely love it. We've used our spa just about every day for the 4 months we've had it and I think it really does make a difference. My daughter especially loves it; really glad I opted for that feature. The only thing I would caution against is the wi-fi feture. I REALLY had high hopes for that but it's kinda garbage, don't bother. But that's a Marquis thing so that's a different review... All in all, super happy we ended up checking out Custom Fireplace Bbq & Spa and definitely recommend you add them to your list if you're in the market for a spa and especially so if you're a first timer. Happy hunting. read more

Custom Fireplace Patio & Bbq - Hot tub at night with the cool lights. - Hot Tub & Pool Near Me - Pleasanton, California

Stay away from this business The owners do not care about customer service and have no idea how to run a business They sell a $6,000 log insert kit and tell you how great their customer service is and then when you call them when your kit is defective they charge you $195 to vacuum it, rearrange the logs and do nothing to fix the defects Horrible customer service DO NOT BUY FROM THESE CROOKS read more

We had a terrible experience with one of the sales staff here (name was Matt I believe). Me and my wife booked an appointment to search for options. As soon as we started asking basic questions, such as what is the btu of this unit, Matt made it abundantly clear he was not interested in answering them. I believe what he wanted was for us to hand in our credit card and order whatever he deems best for himself. He basically rushed us out of the store, walking away multiple times during our "appointment". I don't think it is clear to these folks that if you are going to make a $10k purchase, you likely will have some questions about it. You are better off spending your money/time elsewhere, it will be a disappointment if you expect something more than a Safeway checkout. read more

STAY AWAY!! No customer service whatsoever, they don't care about you!! The website is welcoming, makes you want to take a drive and see the showroom. Upon arrival, there is a big sign that says "By appointment only". He opened the door and said that the website clearly says that Saturday's is by appointment only! No it doesn't! Here's the website!! https://www.customfpbbq.com/ He didn't offer us to come in, he said they were very busy with customers all day! Whatever, they just lost a big sale! He didn't care that we drove to come see their fireplaces. Anyhow, He was big jerk!! STAY AWAY!!!! Zero stars for you!!! read more

Just called for a suggestion and Dan sent me in the right direction even tho I wasn't going to be THEIR customer! If I'm ever in the need for a custom bbq or fireplace, I'll go here first! Very, very kind and helpful. 10 thumbs up. read more

Jason and his team did a stellar job with supplying and installing a new bbq, fire pit and fireplace in my home. Jason offered good advice where needed, and provided end-to-end service, interacting with my general contractor and my mason as needed to complete the job. Jason's guys shows up when they say they are going to, and does what is needed to complete installations, even working around issues as they come up. I'd trust Jason and his team anytime with a backyard redo. read more

Custom Fireplace Patio & Bbq - Barbecue. - Hot Tub & Pool Near Me - Pleasanton, California

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PLEASE BEWARE- My quote is valid until 8/27/19 and I exercised it on 6/10/19. Custom Fireplace ignored it and refuses to honor their valid quote. I find that unethical and unprofessional. This place used to be so awesome with an amazing owner and staff, but recently lots of turnover, no returned calls, no returned emails, just flat out poor service. I'm truly disappointed as I have beet referring people here for years. They have always provided great service. The products that they sell are not cheap, but when you get a decent price and great customer service, it balances out. I've been actively trying to finish my outdoor bbq and have called, emailed and went into the store numerous times now and still can't get an order in for a valid quote. Hmmmm - yes, a valid non expired quote, yet, I get a new person almost every time and things fall through the cracks. This place really needs to get back to the way that they used to run the business where they were customer service oriented and didn't ignore, lose, forget and let people sit and fall through the cracks. They really have such a potential. read more

Custom Fireplace Patio & Bbq - My quote is valid until 8/27/19 and I exercised it on 6/10/19. Custom Fireplace ignored it and refuses to honor their valid quote. - Hot Tub & Pool Near Me - Pleasanton, California

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I was really excited to be ordering a new kitchen island for our backyard. The service was great when we went in person and they weren't pushy about a sale. We were quoted our island would be done in 2 months time. It took nearly 6 months. No one called us to indicate there would be delays. I had to follow up and call over and over again to see when it would be delivered. When our island was ready to be delivered, no one told us that it was coming and the people just showed up at our house without any notice. Once they showed up, the store called and all of a sudden needed a payment despite the fact that the island wouldn't even be able to be installed on that day ..nor were we given any notice people were coming to deliver the island. In addition when the island was delivered and installed the custom work wasn't even done correctly so people had to come back and fix the parts that had holes. At least they fixed it and added install on them for the hassle but honestly, I should have just gone to Costco and bought something half the price. It would have had much better customer service and would have been cheaper overall without so much of the hassle we dealt with. I don't think the "custom work" was worth the insane price we paid and the headache it came with. Overall 2.5 stars, but never again would I go through this. read more

LOVE, LOVE, LOVE Custom Fireplace & BBQ! They're so much more than fireplaces and BBQ's! We started there looking only for a new grill and maybe an outdoor fireplace but we got so much more. Owner Andy completely schooled us on the latest developments in grills, pizza ovens, fireplaces & heaters. He also helped us with outdoor drawers, cabinets and refrigerator. Then as luck would have it, right when we were getting to know him, he hired a crazy good outdoor furniture buyer (Donna) who helped us select BOATLOADS of outdoor furniture. They work with a wide range of furniture manufacturers and many that you just don't see unless you're working with a designer. (We bought Kingsley Bate and Lloyd Flanders.) Donna came to our construction site several times to measure, re-measure, and walk the space with me to find the perfect mix of furnishings. As if all of that wasn't good enough, the ongoing customer service has been outstanding. My contractor came over to check out our new outdoor fireplace and we couldn't get it to fire up. He called Fireplace Andy and in 10 minutes Andy was at our house explaining to us exactly how it works. He also came out to make sure our grill and fire pit were all working. Really outstanding customer service. Can't say enough about Custom Fireplace & BBQ, I will definitely use them again and have been recommending them to my friends. read more

Not attentive to potential customers. The price advertised is not the actual price. It's just the starting price.

Custom Fireplace personnel had worked with me previously to repair my beloved, dark green enamel, free-standing, gas heating stove in my family room and to purchase and install a fireplace insert in my living room. But, when the 20 year-old Quadra-Fire green stove appeared to need a part that I was told could not be replaced, I went ahead and worked with Custom F. Dan Burke to replace the stove. Dan did research that I needed to decide what make and model to buy. Unfortunately no stove in green enamel was available anywhere, so after a short period of mourning I decided on a Jotul with a brown enamel finish. The installation took almost 5 hours. I had been told that new venting was required for the Jotul. This added considerable cost. Plus I would be charged for removal of the old venting system. However, when Henry and Miguel removed the old stove they found the Jotul could use the existing system after all, with the exception of one part. Henry called Custom and found that the cost of unused parts would be deducted from my invoice total as well as the $200.00 charged to remove the existing system. So, thank you Dan for heading up the project, Kevin for scheduling, and Henry and Miguel for an installation that was beautifully and thoughtfully done. Since both had worked on my fireplace insert previously I was already acquainted with their knowledge and skilled workmanship but still, I was again, really impressed. I highly recommend them as well as Dublin's Custom Fireplace and Barbeque. read more

Custom Fireplace Patio & Bbq - new Jotul gas heating stove - Hot Tub & Pool Near Me - Pleasanton, California

We had had fire logs installed in our fireplace by Custom Fireplace. We were impressed with the sales staff because they were very informative without pressuring us. We went home with pamphlets to peruse and then picked out and ordered our log set. Despite it being a busy time of year for them, they worked us into their schedule, timing it for the day after the logs were due to arrive. Amazing! Installation was a breeze and support for questions has been superior. The best part is, we love the logs so much! They have changed everything. We spend so much time in that room. Start every morning with them (tea and coffee!) and end every night with them. We enthusiastically recommend this company for any fireplace needs you may have! read more

I'm blown away by this company and could not recommend them more highly. I was ordering a taco salad when I first met the owner, Andy, who was grabbing lunch at the same place. I noticed the company name on Andy's golf shirt and asked about his business. Andy looked me straight in the eye and I knew immediately that I was speaking with an honest, hard-working, and kind businessman. I asked Andy if he'd be willing to help me with a repair. He said, "this is not something we normally do, but I will be willing to help you out." This kind of forward-thinking, helpful, service-oriented kind of thinking is so rare in business today. Not only did Andy help me out, solving my problem, restoring beautiful flames in my backyard, but he did it very quickly and effectively. Then, I got a chance to meet Adam in the store and another employee. They are all cut from the same clothe. If you need something beautiful in your backyard, call these guys. read more

A six star rating would be more appropriate! This is the place, the absolute best service, fabulous quality, promises kept, and courtesy to boot!....and oh my gosh, was I relieved. After months (March thru June) of dealing with several backyard BBQ dealerships, along the corridor from Livermore to Santa Clara, promises made, but never kept; hope rose, expectations quashed, I finally found the perfect match! CUSTOM FIREPLACE, PATIO & BBQ is it...no kidding! Andy, Chris, and Paul met every expectation and came in at the perfect price point. These guys are terrific, doing exactly what they say they'll do...and then some. I'd return in a heartbeat should the need arise, and as it turned out, they were right in my vicinity all this time. Whether you're looking for a particular BBQ, luxurious outdoor kitchen, or a modified set-up at a very fair price, I'd definitely recommend this business...and if we re-do our fireplace, these are the guys I'm returning to. Fantastic job, guys! read more

Custom Fireplace Patio & Bbq - This is it guys...a fabulous job from Andy, Chris, and Paul. A 6 star shout out for all you hard work! - Hot Tub & Pool Near Me - Pleasanton, California

Ok, this was our first stop when we decided to have our fireplace redone and converted to gas. The inside was fairly clean and looked organized overall. The employees were proactive and approaching us for assistance and answering our questions..because it can be a daunting task on trying to do something that you don't have a lot of clues or information on. Their selections was surprisingly large for a building that looks kinda of small these days because I remember how big it was years also. Anyways, upon asking a few "feeler" questions we felt a positive vibe from our salesperson and the only minor gripe was for the fact that they don't do free in-home estimates but would be charged a fee, the only good news was that if we decided on going with custom fireplace was that they would use that fee and knock off that dollar amount into the final bill. I'll admit this made me slightly uncomfortable since this was only our first visit to any of these fireplace stores, so I decided to hold off and browse the area. My only other minor gripe is that we didn't really see any mantels either, that way we can sort of visualize both of them together...this is truly minor in details because I think or know their actual outside contractors are separate so that's probably why at least here there isn't a show room for mantels or floating shelves. read more

Custom Fireplace Patio & Bbq - Hot Tub & Pool Near Me - Pleasanton, California

If you are thinking of purchasing a gas log set for your fireplace - DON'T SHOP HERE! We went in a few months ago to meet with Dan Burke, one of their sales associates to see what types of gas log sets they sell. To our dismay, this store does not have any displays showing what the logs and set actually look like. All he could show us was a catalogue from a company called RH Peterson that sells "realfyre" gas log sets. After reviewing the various sets in the catalogue, we plunked down $1,137 for their Royal English Oak Designer Series set. We chose this set as we liked the way that the logs were laid out in the photo - as it looked like a real fire. Their installer came to our home and installed the gas tray, grate and logs. As our fireplace was already plumbed for gas, the entire installation took about 30 minutes time to unpack and stack the logs and hook up the gas line. When my wife came home, she noticed that the way that the logs were laid out did not look anything like the photo in the brochure! We called Dan to discuss - he told us that all the logs that we bought were the correct logs, and that we could arrange it any way we wanted. So, my wife and I dismantled the entire set, and tried to install the set correctly so that it would match the photo in the brochure. In trying to do this, we discovered that the gas tray and grate were shoved too far back into the fire box which made it impossible to rearrange the logs. We then called Dan and asked if their installer could come back out to reposition the gas tray and grate, and to stack the logs for us so that they finished product would look like the set in the brochure. Dan told us that they could do this, but that they would have to charge us for another installation call. This made no sense to us at all, because the logs were not installed correctly by the store to match what we saw in their brochure, and we felt that the store should remedy their incorrect installation. He again refused to have their installer come back out to correct the installation. In summary, if you are in the market for a gas log set, DO NOT go to Custom Fireplace and BBQ. There are other reputable fireplace and BBQ stores within Contra Costa County who have actual displays set up so that you can see what your gas log set will look like, and I can assure you that they will also have much better customer service and support than what we received from this store. read more

Custom Fireplace Patio & BBQ have been a pleasure to work with! The entire process of designing, spec'ing, ordering, and installing the custom BBQ island and fire pit we ordered has been fantastic. They worked with me for weeks on various options, put together a quote that met my needs, and were very patient during the design process. They are knowledgeable about their products and efficient with communication. Installation of both the island and the fire pit went really smoothly and the guys who installed both went above and beyond to make sure it was all done perfectly. The quality of the products and especially the custom island is beautiful. From a price standpoint they were fair and competitive with other quotes we received. Highly recommend!!! read more

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I can't say enough about Custom FP and BBQ from their products to their service department. They are totally compliant with Covid restrictions and their installers wear shoe covers before they step into your home. I had a very minor issue with a fireplace insert and Larry was not only responsive, but he gave me a loaner while they took my insert in for a look. I recommend Custom Fireplace Patio and BBQ very highly! read more

Absolutely terrible service, I'm a builder and have never experienced anything like this from any company! Very unorganized and undependable,Everything is extra and I don't wanna touch anything in the house, so be prepared to hire an electrician plumber and so forth lots of extra expenses for nothing they only install the unit read more

Converting from a wood-burning fireplace to gas is no simple matter. So many steps are necessary and it is quite expensive. I was concerned that one contractor would not do their job properly, which would impact the next. We had to first hire the chimney sweep to clean out the ash, then hire the plumber to run the gas line, then select the right size insert, have the installer run electrical to the fireplace, then install the insert. Andy from Custom Fireplace came over and measured, and then Nick walked us through the next steps and was knowledgeable and patient with us. Now we have a beautiful gas fireplace that I cannot wait to use this winter. read more

Custom Fireplace sent one of their service technicians, Zac Domingo, to repair one of my fireplaces and service the other. What an outstanding job he did! He was knowledgeable, thorough, patient, and taught me a great deal about these "devices". Custom Fireplace is fortunate to have such a wonderful technician! Thank you so much Zac; I'm really impressed! read more

We recently purchased an outdoor kitchen island, including all the components from Custom Fireplace & BBQ. Our sales contact was Paul Gomes. Paul is much more than just selling. He is more of a consultant helping us make the best decision for us. Paul patiently worked with us over several visits to help refine our choices and the layout. Paul carefully explained the technology of the Fire Magic vs. Lynx vs Twin Eagle. He honestly shared the pros/cons of each of them and never once did I feel he tried to convince us to just buy what was most expensive. There was never any pressure in any of our many visits. When it came time to design the kitchen island, Paul honestly told us what we should and should not buy. When our landscaping slipped, he worked with the suppliers to coordinate (that is slip) the schedule. The Island supplier (Outdoor Entertainment Design) was professional and delivered on time. The installation crew from Custom Fireplace & BBQ did the component installation due to our unique circumstance. After everything was installed, Paul spent another hour with us, telling us everything he probably told us the first three times. Paul knows his product line extremely well and is patient and fun to talk to. He has wealth of knowledge and willingly shares them with us. I have no reservations giving Paul Gomes my highest rating. Custom Fireplace & BBQ was efficient and a pleasure to deal with. We are looking forward to years of use on our Twin Eagle grill. read more

Custom Fireplace Patio & Bbq - Hot Tub & Pool Near Me - Pleasanton, California

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I came to the store and spoke to Andy (owner) that we wanted to buy and install an Insert gas fireplace. He showed up to our house and did the quote and promised to send the quote. It had been more than a week and still haven't receive a quote or a call from Andy. Not so sure we can trust his words or business especially he's an owner. At least he could of call and do a follow up. Too bad for him we went with a contractor for a completed make over with insert gas. Just wasting our time waiting for him to show up for a quote. Definitely, we will NOT recommended to our friends or anyone we'll come across! I am NOT a negative person, just didn't like people making promise that can't keep. read more

COMMUNICATION ! 5 months (Feb -June) is a long time to insert a fireplace and tile around it. Granted 2 months were spent installing a mantel for it, but the unanswered phone calls and making the customer find out the time line of the installation and ordering of the fireplace was very slow. For a company that prides itself on years in this business, it sure was a mix and match on putting this fireplace together for the first time. Glad we have a warranty on this fireplace because it will be Nov. before we actually can use it like it suppose to be. On the positive side the two stars on this project were given because of their installation man Dan. If it weren't for his dedication on finishing and doing the job right I would of moved on to another company for my fireplace. Thanks Dan! read more

Great people , great service, I bought a pellet stove from them and they connected me with a contractor who remodeled my fireplace and they worked together on making sure my new pellet stove was a perfect fit in my new fireplace. The installers were beyond polite and professional and it all worked out great. I highly recommend this company. read more

My wife and I have been customers of Custom Fireplace Patio and BBQ for over twenty years. We originally purchased a pellet stove which worked very well but had to be retired when "Spare the Air" days became frequent. Our next purchase, about six years ago, was a beautiful gas fireplace insert. Although it did not produce the intense heat of the pellet stove, it was very attractive and provided adequate warmth. A few years ago, replacement parts were required. A year later, additional replacement parts were required. When we had a problem again this year, Andy, the owner, took the initiative to contact the manufacturer and provide us with a new insert at a substantial discount. The warranty on the original insert expired years ago, but Andy wanted to make certain that we were well taken care of. We were. Please consider Custom Fireplace Patio and BBQ. We have been very satisfied with their products and service. read more

I bought a new construction home in Dublin, which came with a medium sized backyard that was delivered by the builder as dirt. My dream was a BBQ Island that doubled as a bar, and so I came to see Chris at Custom Fireplace Patio & BBQ. I was impressed with the options for custom design, and landed on a design with 30" grill and power burner surrounded by rounded bar top on three sides. Then Chris asked me, what is this going to sit on? Pavement? Pavers? To be honest I hadn't even thought about the rest of the backyard, I was fixated on my sweet new BBQ Island! So I had to find a landscaper and have pavers installed. When Chris rolled the completed unit into place, my dream was fulfilled. It's awesome. It looks like it belongs there perfectly. Everybody says my backyard is beautiful with that BBQ Island being the highlight. I've gotten great service out of it, it is fine quality, and Chris and the crew at Custom Fireplace were awesome to work with. I'm delighted with the quality and service I received. read more

I just had custom fireplace & BBQ dublin ca come and replace the insides of a very old gas fireplace. Given we were selling the house we needed them to clean and update our very old gas fireplace. They listened to our needs and budget and came up with a great solution that made this fireplace so much better and met our needs. Additionally, Forrest their hands on man who did the work was meticulous in making this look the best it could be. Deeply appreciative of the company's integrity and a job well done. Mimi B. San Ramon Ca read more

bought a fireplace & it worked for 5 years, then stopped. have called them out 5 times @$250-$325 each time plus parts, and it still doesn't work. they don't stand behind their product. told me it was like a car, you have to keep repairing different parts. huh? how many parts in a fireplace? spent $1000 in repairs, still not working right, or mostly not at all. sold me a bad product & didn't back it up. stay far away from them, no integrity. read more

In my diligence in researching and hunting for the perfect gas fireplace insert, I decided on the Enviro E30 with a Rustic Hammered Metal Forgeworks surround. I visited several stores and spoke with many people and found, hands down, Custom Fireplace had the best showroom, knowledge and customer service (trust me that's saying a lot these days). From the beginning to the very end, Store Manager Larry Richards was kind, courteous, and very patient with me. I asked a lot of questions and called him many times, probably asking the same questions over and over. He always took my call and never made me feel I was inconveniencing him (thank you Larry). When I decided to place my order, making changes at the last minute, I visited the store and spoke with Paul Gomes who was also very kind and patient with me. Next Jorge came out to measure for the insert and made sure everything was good to go. No delays and a couple weeks later, as scheduled, Jorge returned with Henry and they cleaned the chimney and installed my gas fireplace with no problems. Both Jorge and Henry were very professional and kept things very clean (no mess :D). Super friendly guys and did a fabulous install job. Custom Fireplace thank you for my warm and fuzzy holiday experience. read more

I've been in this store at least 3x. There selection seems decent but they're service is horrible. I'm buying 2 zero clearance fireplaces w thermostat and fan as well as looking into backyard yard fireplace and BBQ. We're do a major reno. Inside and out. Every time I've been in there there has been two sales guys. 1 that was helping another customer and another that would look my way and do nothing, or just walk around the store...again doing nothing. After 5 min, my time is money, so I left. If you don't have time to waste I suggest going elsewhere. read more

What can I say, these guys were awesome. They went the whole mile and then some. The installation crew showed up and worked their butts off. There was a small issue on the install and they came out quickly and resolved. There was a minor manufacturing/shipping defect on some trim item and they worked with the manufacture (Heat-N-Glo), who also was great, and replaced the item. Steve came out each time to ensure all was well and done right. Great team and highly recommended. read more

Custom Fireplace Patio & Bbq - Solaris36T see through fireplace - Hot Tub & Pool Near Me - Pleasanton, California

I was looking to build a custom outdoor island when I came across Custom Fireplace. My wife and I walked in on a Saturday and met one of the Sales Associates, Sean. We had no idea what we wanted in terms of size/color/appliances/accessories. Sean was very patient and spent 90 minutes with us reviewing all of our options and answering questions. He even made drawings for us and wrote down all of the options and pricing. Sean made the buying experience easy and pleasurable. The quality of the island is great, 6 months later and everything looks brand new. I've been back to the store twice to purchase an outdoor heater and parts for my fireplace since my original purchase last summer. Sean even called me a few times in the past 6 months to check in and see if i was enjoying everything. Great customer experience! read more

I put my fireplace project on hold for a year prior to meeting Rudy at Custom Fireplace. I was having a hard time finding a fireplace representative that could answer my questions about installation and work with a contractor. Rudy from day one has been extremely helpful and was willing to do the homework to help answer my questions. The Technicians at Custom Fireplace are also very knowledgeable and professional. Forest, Jorge and ...(I forget Forest's partners's name) were all very timely and quick to the get answers. They didn't skimp on the 'need to knows' and all of them made sure I fully understood the important installation details. It's good to see real customer service. It is rare nowadays! Thank you gents for all the help and I love my new Fireplace. :) read more

I wish I could give a better review. I really thought it was going to be a good experience working with Andy and his crew. The guys in the store were nice to work with in selecting a fireplace. Unfortunately installation was a nightmare. We had the fireplace installed as part of a remodel. It was difficult getting coordination between the fireplace crew and my contractor. I ended up having to call Andy a lot to get the fireplace scheduled and it held up construction several times. It was all about communication misses. We did a pre-site walk through to make sure my contractor had everything ready. But it was never communicated that gas needed to run to the other side of the opening and that we needed additional electrical run to the unit. So my contractor had to scramble to pull these things which just adds costs. Finally, the unit gets installed or at least that is what I am told when Andy call me on installation day requesting final payment. When I get home the unit isn't operational. Another round of phone calls to find out they still need to get the unit hooked up and something put on the roof. More scheduling issues. When that crew finally gets there to hook up the unit and put the box on the roof I am told the unit cannot function because the upper refractive plate was cracked when they put it in. They will order another one but it will take two weeks to get in. After two weeks I start the calling process again. Another two weeks of telephone tag I finally have an appointment to get it fixed. THen a no show on appointment time. Another reschedule and half day off work. So here I am typing my review as they work on my fireplace. I purchased the fireplace in November. It is now the middle of March. I won't really get to use it for another season. What a terrible experience with the whole thing. Here is hoping that the thing finally functions. Not holding my breath. read more